Customer Satisfaction Study
Measuring Customer Satisfaction
The Kingdom of Bahrain has taken significant steps towards transforming the public services and channels to achieve its citizen’s aspirations for a more efficient, effective, and better quality public sector services. Therefore, Customer Satisfaction is the ultimate goal as mandated by the Bahrain vision 2030. The Customer Satisfaction Index (CSI) has become one of the main strategic objectives of Bahrain eGovernment Strategy since 2007 to ensure that people have a pleasant customer experience across its eChannels and in government service centers.
Customer Satisfaction Study
The Customer Satisfaction Index (CSI) is a comprehensive study conducted on yearly basis in cooperation with independent research institutions to scientifically measure the customers awareness, usage and satisfaction on digital services and channels using scientific models.
Research data is collected on multiple approaches including interviews to ensure reliability and reflectiveness of the survey’s sample. The survey results are analysed and synthesized by the research group and showcased in a comprehensive final report on user experience and satisfaction with a set of recommendations and action plans that need to be addressed by the government.
Due to restrictions of face-to-face communication caused by the COVID-19 pandemic the customer satisfaction study for the years 2020 and 2021 were done though online survey with the objective to measure overall customer satisfaction on the national portal’s (bahrain.bh) design, usability, content, and reachability.
Download the full Customer Satisfaction (CSI) reports:
- Customer Satisfaction Report 2022 - 2023 (PDF, 1.23MB, 10 pages, Arabic only)
- Customer Satisfaction Report 2021 - The survey was conducted online due to COVID-19 restrictions - (PDF, 513KB, 5 pages)
- Customer Satisfaction Report 2020 - The survey was conducted online due to COVID-19 restrictions - (PDF, 708KB, 9 pages)
- Customer Satisfaction Report 2019 (PDF, 2.86MB, 70 pages)
- Customer Satisfaction Report 2018 (PDF, 5.49MB, 141 pages)
- Customer Satisfaction Report 2017 (PDF, 2.34MB, 21 pages)
- Customer Satisfaction Report 2016 (PDF, 4.16MB, 31 pages)
- Customer Satisfaction Report 2015 (PDF, 6.65MB, 81 pages)
- Customer Satisfaction Report 2014 (PDF, 1.69MB, 64 pages)
- Customer Satisfaction Report 2013 (PDF, 580KB, 17 pages)
- Customer Satisfaction Report 2012 (PDF, 682KB, 43 pages)
- Customer Satisfaction Report 2010 (PDF, 2.36MB, 67 pages)
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Content Last Updated: 22 Aug, 2024